Roles and permissions

Your platform (or the merchant view) gives each of a merchant’s users one of four roles.

Admin, Support and Support (read-only) all see everything: the same screens, customers, contracts, payments, saved payment methods, payment providers and screen wording. The role only decides which actions the user can perform. (Payment Links Only is the exception: it sees payment links and the accounts they were sent to.)

The roles are designed around who the user is: the people who run the business, and the people who look after its customers. Picture an insurance company with a call centre of two hundred agents. An agent needs to do everything a customer might ask for, but should not be able to change where the business’s money goes or how its screens read. That line is the difference between Support and Admin: Support can do anything for a customer, including refunding them; only Admin can change where the money goes.

Admin

Runs the business’s setup in Shuttle. Everything Support can do, plus control of where the money goes (payment processors and routing), the terms, wallet and merchant settings of the merchant account, screen wording, and team membership.

Support

Services customers. Creates and edits customer accounts and their saved payment methods, manages their contracts (amend, suspend, resume, end, change the payment method, take an owed payment), takes or saves a payment where the merchant allows phone payments, refunds, captures and voids payments, corrects a payment’s status or the account it belongs to, writes notes, and links duplicate accounts. Support can view payment providers and screen wording but cannot change providers, routing, merchant account settings or screen wording.

Support (read-only)

Sees everything Admin and Support see, and performs no action: it takes no payments and changes nothing. For staff who answer questions but do not act on them.

Payment Links Only

Creates and manages payment links and can look up the accounts they were sent to. Nothing else. Only offered to merchants using payment links, and not shown in the tables below.

What each role can do

Viewing is the same for every role, so the tables list actions only.

Accounts (people and companies)

Operation	Admin	Support	Support (read-only)
Create an account	✓	✓	✗
Update an account	✓	✓	✗

Saved payment methods

Operation	Admin	Support	Support (read-only)
Archive a saved payment method	✓	✓	✗

Notes and attachments

Operation	Admin	Support	Support (read-only)
Add or edit a note with attachments	✓	✓	✗
Delete a note or an attachment	✓	✓	✗

Contracts (recurring and scheduled agreements)

Operation	Admin	Support	Support (read-only)
Amend a contract’s terms	✓	✓	✗
Amend a scheduled contract’s instalments	✓	✓	✗
Change the payment method on a contract	✓	✓	✗
Collect a contract’s arrears now	✓	✓	✗
Move the next charge	✓	✓	✗
Reschedule the next payment	✓	✓	✗
Resume a contract	✓	✓	✗
Suspend a contract	✓	✓	✗
Terminate a contract	✓	✓	✗

Charges (contract instalments)

Operation	Admin	Support	Support (read-only)
Amend a charge	✓	✓	✗
Write off a charge	✓	✓	✗

Payments, refunds, captures and voids

Operation	Admin	Support	Support (read-only)
Attribute an unattributed payment	✓	✓	✗
Capture an authorised payment	✓	✓	✗
Mark an unresolved payment approved or declined	✓	✓	✗
Refund a payment	✓	✓	✗
Save a payment method without charging it	✓	✓	✗
Take a one-off payment	✓	✓	✗
Undo an offline refund	✓	✓	✗
Void an authorisation	✓	✓	✗

Branded localisation strings

Operation	Admin	Support	Support (read-only)
Import branded strings from a file	✓	✗	✗
Override a branded string	✓	✗	✗
Reset a branded string to its original	✓	✗	✗

Payment gateways (provider connections)

Operation	Admin	Support	Support (read-only)
Connect a payment processor	✓	✗	✗
Disconnect a provider	✓	✗	✗
Dismiss an archived provider’s notice	✓	✗	✗
Reconnect a provider	✓	✗	✗
Restore an archived provider	✓	✗	✗
Update a provider’s settings	✓	✗	✗

Workflows (fraud screening connections)

Operation	Admin	Support	Support (read-only)
Connect a fraud workflow	✓	✗	✗

Legal entity routes (which provider serves each payment method at checkout)

Operation	Admin	Support	Support (read-only)
Restrict a payment method by transaction amount	✓	✗	✗
Route a payment method to a provider	✓	✗	✗
Stop offering a payment method	✓	✗	✗

Instance (merchant account settings: terms, wallets, merchant details)

Operation	Admin	Support	Support (read-only)
Accept Shuttle’s terms for the instance	✓	✗	✗
Enable wallet support for the instance	✓	✗	✗
Set the merchant name and country	✓	✗	✗

Performed by the customer, not by a role: Set up a recurring or scheduled agreement.

For the same rules by screen and button, see Merchant View roles, Merchant View Admin roles and Merchant Setup roles.

Granular permissions

Clients that manage permissions directly can grant the underlying keys instead of a role. Each role is a fixed set:

• Admin: everything
• Support: account, account_link, payment_contract, payment_contract_view, payment_transaction, payment_transaction_view, payment_gateway_view, branding_view, division_view, team_view, application_view, bolt_user_view, vendor_lead_view, payment_link
• Support (read-only): account_view, payment_contract_view, payment_transaction_view, payment_gateway_view, branding_view, division_view, team_view, application_view, bolt_user_view, vendor_lead_view, payment_link
• Payment Links Only: payment_link, account_list

Every rules page names the roles that can perform its operation, then the keys the server checks.